THE INTERNET OF THINGS IN HOUSING MARKET INTELLIGENCE 2017/18

Transcription

1 THE INTERNET OF THINGS IN HOUSING MARKET INTELLIGENCE 2017/18

2 THE INTERNET OF THINGS 2017 HOUSING TECHNOLOGY, IN PARTNERSHIP WITH THE UNIVERSITY OF READING AND THE EU S COCOON PROJECT, IS PUBLISHING A BRAND-NEW INTERNET OF THINGS 2017 REPORT IN SEPTEMBER Based on the EU s Cocoon project on cyber security and emotional psychology in the context of the internet of things, this will be the first significant report on the internet of things in the UK social housing sector. The report will feature brand-new, exclusive research and a survey of how housing providers anticipate incorporating the internet of things into their operations, as well as case studies and articles from housing providers and IT suppliers who are already ahead of the curve with the internet of things.

3 Paul O Reilly, Senior Consultant, Aareon In the UK rented housing then use to access not just your services be automated by links back to the ERP but the wider world as well? And then, as system to order works based on fault codes market, major change is afoot. some customers are now doing, why not without continual human interaction. Remote It is clear that both the market offer them training courses to get them up monitoring apps can also reveal data to fieldbased workers. Smart asset management and customers expectations and running, so that just like our teenage of delivering, accessing and children, online transactions become is digital inclusion too; customers will benefit second nature to them? When you look at from it as well as the landlord. consuming services are the figures, it seems to be a no brainer. The changing, so that self-service is These areas of innovation are focused costs of letters, face-to-face, telephone mainly on cost savings. The average becoming the new norm. From and online transactions are worlds apart, housing provider still spends vast amounts Amazon for retail purchases from roughly 10 for a letter down to 8p for of expensive staff time doing routine, an online transaction. In my opinion, offering and self-scan machines in manual tasks which all cost money, and the option of a simple tablet PC needs to supermarkets through to the hinders the delivery of an on demand become as normal as issuing a set of keys. service which has become the norm in airlines check-in consoles Indeed, in Germany, it is a legal duty for the the 21st century. So by definition, such replacing the traditional landlord to offer internet connectivity to a improvements should also free up staff tenant in the rented sector. desk and queue at airports, time to focus on delivery of the valueadding services, such as visiting tenants technology is being used to But digital inclusion and digital exclusion are not just about having access to the in their homes, facilitated by mobile enable significant cost savings internet in your own home. A growing area devices. Again, I would argue that a tenant DIGITAL BY DEFAULT/DIGITAL INCLUSION IN HOUSING/MARCH 2016 for the provider as well as a of involvement that we have in both Franc receiving such a service benefits from faster, more efficient experience e and Germany involves smart metering. digital inclusion indirectly. By moving for the customer. This is a growing area in which landlords are traditional activities away from the office, installing intelligent meters for communal and onto the wider internet will, in many In the context of significant cuts to rental energy projects that can be remotely read areas, do away with the old-fashioned 9-5 income and the roll out of welfare reform, cost and controlled. They also feedback data to housing service in favour of a truly 24/7 saving has become more critical than ever. In the landlord s ERP system and web portal service; if other sectors have provided RHP currently owns or manages over 10,000 across the borough because we know that the my opinion, the re-imagining of the business for access not only by staff, who can use the this as a standard for the last decade, why homes in Richmond and the neighbouring areas biggest barriers to using digital technology are model around self-service is no longer a nice data for energy billing, but also by the tenants can t housing providers do it now? of Hounslow and Kingston. We may be small, often a lack of knowledge and confidence. to have ; it is the new way of working. who can benefit from not only more accurate but we have big ambitions - to be recognised The old objections to going digital, such We aim to help our customers in useful ways My experience of working within the and timely energy billing but also monitor as an excellent customer service provider and as tenants cannot afford a PC in their that really make a difference, and helping them Aareon group has allowed me to see the their usage using a smartphone app and, if employer not just among housing providers but home, have been swept away. In 2015, improve their quality of life is at the heart of what changing delivery model that is being they can access it, a tenant portal. This adds across all sectors. smartphones became the predominant we do. Our approach starts at birth, with our chosen adopted not only in the UK but also in significant social value by alerting tenants and RHP method of accessing the internet. As a We want to make it as easy as possible for our charity, the Dolly Parton Imagination Library, which Europe. While we may be doing certain staff to cases of unusual energy usage (for result, the internet changed. Responsive CONTACT customers and employees to do business with encourages children aged five and under to begin things differently, the bigger picture is the example, much lower or higher consumption) web pages will adapt to the device they Chloë Marsh us and this is at the heart of our omni-channel their love of reading by posting them a free book same. A lot of consolidation has already which for the tenant may indicate are accessed from, providing a seamless strategy. We were the first housing provider to every month. With one third of our customers taken place in countries such as Germany forthcoming budgeting problems, while user experience. The use of apps is enable customers to book their own repairs and unemployed, we want to support them to make and France, and landlords with 200,000 for the landlord it may indicate insulation or instinctive; at the same time, more general chloe.marsh@rhp.org.uk gas servicing appointments online in two-hour positive changes, and we aim to help 500 of them units are not uncommon. So what does glazing deficiencies that can be addressed. getting online training is likely to costjustify itself if the result is greater channel can easily look up their fire risk assessment for years. slots at a time convenient to them; our customers back into work or job-related training over five digital inclusion mean to us? WEB Taking this concept a stage further is rhp.org.uk Certain exemplar customers in our another ongoing project to roll out smart shift. The encroaching internet of things, their property online; see major works planned over operating countries have begun to pilot sensors in properties. This will happen as I have already described, is digital the next five years and rate the work being done LINKEDIN the issuing of connectivity devices to organically as items are replaced, when inclusion not only of the tenant, but of the in real time. Early in 2016, we re launching a brand richmond-housing-partnership tenants as part of their drive towards such sensors become standard fitments in property and estate that they live in. In my new website, designed to make it even easier for digital inclusion. This, to me, is thinking out boilers, door-entry systems and such like. view, the reasons to move to an online TWITTER customers to interact with us at any time, any place of the box. You let the tenant a property But it also needs to be factored in to asset service model now fully outweigh the twitter.com/rhp_uk and on any device. with all sorts of expensive fixtures and planning as well; significant efficiencies reasons not to. We re committed to helping all our customers get fittings; if it saves you money, then why could be gained by replacing items with FACEBOOK Paul O Reilly is a senior consultant at online and engage with technology for the first not give them a 50 tablet that they can smart versions which then enable both richmondhousingpartnership Aareon. time, so our digital champions provide free training reactive and planned maintenance to INSTAGRAM and support for those who aren t confident using the internet. We hold regular computer clubs 23 at our community centres and retirement schemes Sentinel is the only locally run housing We know that many of our customers have association in north Hampshire. We re a single struggled over the last year because of cut-backs organisation of just over 200 staff and we own in local support services and welfare payments. So, and manage over 9,700 homes, 3,400 garages to help plug that gap, we launched our community and 20 shops. investment strategy and put together a team of experts to help deliver it. Our customers are at the heart of everything we SENTINEL HOUSING do. We believe that good quality affordable homes They ve been helping people to set up basic ASSOCIATION make a positive difference to people s lives, their bank accounts and manage their money better, communities and the wider economy. working with vulnerable groups to help build their TELEPHONE confidence and self-esteem, helping people find a Our turnover last year was 66 million and we new world at their fingertips by getting online and ended the year with a financial surplus of almost showing people how to focus on the skills they WEB 21 million; that s an increase of 5 million on the have to get into work or training. sentinelha.org.uk previous year. We re really proud of our people and our culture and This is great news because staying financially LINKEDIN we encourage innovation, challenge and change. strong means we re able to build more new homes DIGITAL BY DEFAULT/DIGITAL INCLUSION IN HOUSING/MARCH 2016 linkedin.com/company/sentinelhousing-association to help tackle the housing shortage and still offer We help our people develop both professionally support to vulnerable customers affected by the and personally so they have the right skills to TWITTER cuts in local support services and welfare reform. do their jobs brilliantly and achieve their own twitter.com/sentinelha ambitions. Last year, we welcomed over 800 families into a Sentinel home. We built 422 new affordable homes, We think all of this makes Sentinel a great place to FACEBOOK FACTORS HINDERING DI ACTIVITIES sentinelha 290 for rent and the rest for part buy/part rent, and work. And we re really proud to have been awarded Cost & complexity of integration A reluctance we to helped restrict 132 access families to more get into home ownership the Investors in People Gold Standard, Employer with back-office systems expensive channels YOUTUBE through our shared-ownership sales scheme. Our of the Year twice by the Inspire Business Awards, Concerns about the impact on A reluctance to offer incentives to use SentinelHousing five-year development programme will see us and awarded one star by the Sunday Times Best vulnerable tenants online services building another 2,100 homes bringing our total Companies survey. Legal restrictions Restrictive clauses in tenancy agreements investment in new homes to just under 300 million. Lack of support/guidance from Worries about the impact on jobs regulators or central government Importance (-100 = unimportant, 100 = important) The cost and complexity of integrating digital inclusion services Intermediate concerns include a reluctance to restrict access with existing back-office systems is the most important factor ( push ) to more expensive channels, such as telephone and hindering housing providers digital inclusion activities, closely face-to-face, and a reluctance to offer incentives to tenants followed by concerns about how more digital by default to use online channels ( pull ). services might affect vulnerable tenants. Legal restrictions, such Concern about how the greater automation of processes as the possible need to send rent change notifications via the resulting from digital inclusion projects might affect the post, are also a significant hurdle for many housing providers. jobs of housing providers staff is considered to be the least important factor. PERCENTAGE OF OVERALL TURNOVER SPENT ON DIGITAL INCLUSION 27% 25% More than 1% 0.1%-1% Less than 0.1% Continuing housing providers focus on tenant services and channel shifting, self-service tools, apps and social media are the most likely technology areas for adoption or enhancements within the next months. These areas are closely followed by internal and external collaboration tools, text messaging and tenant profiling. Software for choice-based letting, ASB management and text messaging stands out as having been already implemented by many housing providers. At the same time, areas such as health and safety, GIS and mapping, and e-procurement appear to be some of housing providers lowest priorities. HOUSING TECHNOLOGY/MARKET INTELLIGENCE/DECEMBER 2014 It should be noted in the chart below that there is considerable overlap between some of the areas; for example, the implementation of a business continuity and disaster recovery service may be based on an outsourced or shared IT service. With housing providers keen to implement or extend mobile working, it is fitting that the infrastructure to support this is a high priority. This is followed by a focus on data management and governance, reflecting the trend for housing providers to consolidate their data and applications in order to gain a single view of the truth. Virtualisation and thin-client computing are the two areas of IT infrastructure that have already been mostcommonly implemented, alongside outsourced or shared IT services as being the least likely to be adopted within the next months. 48% APPLICATION PLANS IT INFRASTRUCTURE PLANS Very likely Very likely Likely Likely Neutral Neutral Most housing providers are spending per cent of greater number are spending more than one per cent of Unlikely Unlikely their annual turnover on digital inclusion projects through a turnover on digital inclusion. Very unlikely Very unlikely combination of internal projects, linking digital inclusion with As a related point, it is interesting to note that over a third of Already implemented Already implemented their core operational systems, and external projects, such as respondents didn t know their spending on digital inclusion training, connectivity and IT equipment, to help their tenants. and were therefore unable to calculate it as a percentage of A quarter of housing providers are spending less than 0.1 their annual turnover. per cent of their turnover on digital inclusion, while a slightly Choice-based lettings Health & safety BYOD GIS & mapping E-procurement (inc. S2P & P2P) Outsourced IT services ASB management Shared IT services Care & support systems Virtualisation Regulatory compliance XaaS (inc. IaaS, PaaS & SaaS) Omni-channel services Thin-client computing Survey tools & tenant profiling Internet connectivity Text messaging Security Collaboration tools (internal or external) Social media (external) Business continuity & DR Customer apps Data management & governance Self-service tools (for tenants) Mobile infrastructure services 0% 25% 50% 75 % 100% 0% 25% 50% 75 % 100% /10 /11 IN-DEPTH CONTENT The report s content will include: The results of an online survey into what housing providers are doing about the internet of things; Exclusive content from the EU s Cocoon project; New research from the University of Reading on the internet of things in social housing; A feature article on best practice for implementing internet of things-based programmes; Case studies and contributed articles from leading housing providers and IT suppliers; Profiles of selected housing providers and IT suppliers internet of things strategies and offerings. A BRAVE NEW WORLD: SELF-SERVICE & DIGITAL INCLUSION SPONSOR PROFILES FACTORS HINDERING HOUSING PROVIDERS DIGITAL INCLUSION ACTIVITIES SPENDING ON DIGITAL INCLUSION PLANS FOR NON-CORE APPLICATIONS DIGITAL BY DEFAULT 2016 DIGITAL INCLUSION IN HOUSING ONLINE AVAILABLE EMPOWERED IT INFRASTRUCTURE PLANS

4 DISTRIBUTION The report will be launched at our annual event at the BT Tower in London on 10 October The Internet of Things 2017/18 report will also be distributed to all of Housing Technology s 25,000+ readers and will be available for download from the Housing Technology web site. HOW TO GET INVOLVED The Internet of Things 2017 report offers a range of promotional opportunities for housing providers and IT suppliers. PARTNER CONTRIBUTOR WIDESPREAD EXPOSURE TO THE UK SOCIAL HOUSING SECTOR LOGO ON REPORT COVER AND ONLINE DOWNLOAD PAGES ACCESS TO ALL REPORT DOWNLOADS ADVERTISEMENT IN THE REPORT SPONSORSHIP OF THE LAUNCH EVENT AT THE BT TOWER (10 OCTOBER) FULL PAGE HALF PAGE EXHIBITION SPACE AT THE LAUNCH EVENT (SEE ABOVE) INCLUSION OF A CONTRIBUTED ARTICLE OR CASE STUDY INCLUSION IN THE REPORT S MAIN FEATURE ARTICLE CORPORATE PROFILE IN THE REPORT INPUT INTO THE ONLINE SURVEY QUESTIONS COST (EXCL. VAT) FULL PAGE 9,500 QUARTER PAGE 5,500 Please contact george.grant@housing-technology.com to discuss your involvement in the Internet of Things 2017 report.

5 ABOUT HOUSING TECHNOLOGY Housing Technology is the no.1 provider of IT, technology and telecoms news, comment, information and research specifically for the UK social housing sector. IT STRATEGY Established in 2006, the bi-monthly Housing Technology magazine and the annual market intelligence report are required reading for anyone responsible for IT strategy and delivery within UK housing associations. Subscriptions to Housing Technology are free and available online from COMMUNITY NETWORKING The annual Housing Technology conference and executive forum is now well-established as the leading technology event in the social housing sector. Housing Technology also runs a number of other smaller, topic-specific seminars and events throughout the year. MARKET INTELLIGENCE Housing Technology publishes a series of annual market intelligence reports, white papers and bespoke research on behalf of housing associations and IT suppliers. EDITOR Alastair Tweedie alastair@housing-technology.com Office: PUBLISHER George Grant george.grant@housing-technology.com Office: REGISTERED OFFICE The Intelligent Business Company Limited Hoppingwood Farm Robin Hood Way London Copyright The Housing Technology 2017 conference is owned and organised by the Intelligent Business Company. Registered company no VAT no